The programme is made up of:
- Level 2 Standard for Customer Service Practitioner
- An on programme qualification (Level 2 Diploma – Customer Service Practitioner
- Functional Skills Maths and English level 2 (if exemptions do not apply)
The on programme qualification is for anyone who is involved in any customer focused role in any industry.
As a minimum requirement the role needs to include:
- Contact with internal and external customers on a daily basis
- Dealing with customers face to face and by telephone or remote services
- The on programme qualification will be completed within the first 12 months
The standard is completed through several stages. After 12 months’ learners are required to complete their End Point Assessment which consists of:
On completion of this qualification, candidates may progress into employment or to the following City & Guilds qualifications:
- The level 3 qualification which will support the Customer Service Specialist Apprenticeship standard
- Level 3 Diploma in Customer Services (5530-03)
- Qualifications in other work-related areas (for example contact centres, sales, social media, team leading, administration, retail and other related areas)
- Employment in a suitable role for the chosen apprenticeship is essential. Northern Skills Group will work with applicants to help find a suitable employer where possible but we advise anyone looking to undertake an apprenticeship to actively seek employment for themselves.
- Applicants are required to have gained a Level 2 English and Maths (GCSE Grades 9-4 / A-C). Certificates will need to be produced at enrolment. If proof cannot be produced or you do not meet these entry requirements, then applicants will be invited to complete an initial assessment prior to acceptance. An interview will take place
- If you do not have a grade 9 to 4 in English and / or Maths (grade A-C for previous GCSE measures) you will be required to continue studying these subjects
This qualification is assessed through the following:
The on programme qualification is assessed using a variety of methods including observation, discussion, looking at evidence and testimonies from managers and colleagues. This will be done with the training provider.
The standard is assessed differently. The End Point Assessment Organisation (City & Guilds) will sample the showcase of evidence, complete an observation and discussion, then determine the outcome and grade, learners can achieve a pass or a distinction, this is all dependent on their performance during the End Point Assessment process.
The qualification covers a range of topics:
- Developing self to achieve targets and goals
- Recognition of regulations and legislation within own organisation
- Principles of business
- Contributing to a customer focused experience
- Providing customer service
- Managing customer expectations